A regional bank counts on PSS to support and maintain its legacy Nortel IVR systems.  One Saturday they had a critical issue with their Nortel PBX, and they were unable to get help from the reseller who had sold them their Nortel switch.  They tried to get help from Nortel, but were referred back to the reseller who held the maintenance contract.  Frustrated, the customer called PSS support and asked for any help we could offer.

Though this was clearly outside our existing support agreement with the bank, the first priority at PSS is always to help a customer.  While the PSS executive in charge of partnerships began calling our high level contacts at Nortel to make sure they were aware of the customer's problem, PSS support was able to find a work-around that addressed their issue and got them back up and running.